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Using CallScribe

If you have not setup CallScribe in your MSP Process tenant, please review the CallScribe: Admin Setup KB for further information. Once CallScribe is set up, technicians place outbound calls straight from inside a PSA ticket. Every call is transcribed, summarized, sentiment-scored, and written back to the ticket with an automatic time entry — no manual note-taking or timekeeping required. CallScribe lives inside the ticket: the CallScribe pod in ConnectWise, or the insight panel in a Halo ticket.

Placing an Outbound Call

Open the ticket you want to call about. By default, CallScribe dials the phone number of the contact associated with that ticket. To call a different number, choose Add manually and enter any number — technicians are not limited to the ticket’s contact. The person you are calling sees your verified caller ID. Depending on your recording and consent settings, they may be prompted to approve or decline the recorded call before it connects.

During the Call

A live transcript displays as you talk, so there is no need to jot notes by hand. The technician stays inside the Halo or ConnectWise ticket for the entire call.

What CallScribe Writes Back to the Ticket

When the call ends, CallScribe automatically populates many areas of detail. To view those further, just click the arrow next to the phone icon.

Notifications

CallScribe can route a call’s summary or notification to a specific user or a group, so the right people are looped in without manual forwarding.

Re-running the AI

If a summary, sentiment score, or transcript needs cleanup, re-run the intelligence on that call to regenerate the output.

The CallScribe Dashboard

Beyond the per-ticket view, CallScribe provides a management dashboard covering:
  1. Total calls and average call duration
  2. Number of technicians making calls
  3. Call volume per day, with adjustable filters
  4. Sentiment trend across calls (negative / neutral / positive)
  5. A per-technician summary
Use it to spot negative-experience calls, track outbound activity, and review technician-level trends.

Scheduling During a Call

Because CallScribe keeps the technician inside the ticket, it pairs with AI Schedule Assist for booking follow-ups mid-call. From the same ticket you can check calendar availability and book an appointment, or send a booking link by email, SMS, or WhatsApp. For visits that need more than one technician, add the other technicians so the booking link checks everyone’s availability before the client picks a time.